Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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User-Friendly Interface with Powerful Notification System
What do you like best about the product?
I love how Salesforce Service Cloud provides automatic processes and high priority email notifications which significantly enhance our ability to track and respond to issues quickly. The platform's reports and dashboards are incredibly useful, enabling us to proactively manage incidents and keep all stakeholders informed. I appreciate its user-friendly nature, as it facilitates quick setup, and allows us to easily add and train users, streamlining our workflows effectively.
What do you dislike about the product?
I find setting up the escalation routes to be a bit tricky, particularly when determining the approval needed for different tier levels. It's also challenging to isolate and identify issues, whether they're related to policy or coding, and to handle cases for customers owning multiple products. Additionally, the logging details when using integrations like MuleSoft are not comprehensive enough. If something fails, it's difficult to ascertain what has occurred without reaching out to Salesforce support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps track issues systematically, send priority notifications, and resolve problems swiftly with automatic processes—enhancing customer interaction and efficiency.
Great Customization, Flexibility, and Scalability
What do you like best about the product?
Customization and flexibility. Integration. Scalability.
What do you dislike about the product?
Costly. Limitations without additional licenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves:
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Streamlined Case and Asset Management with Valuable Features
What do you like best about the product?
I find Salesforce Service Cloud incredibly effective for managing cases and assets, which was a challenging task before. I love the case management and Omnichannel features—it's definitely my favorite aspect of the service cloud. The console's construction and flexibility to modify it easily are features I really appreciate. Additionally, the integration with internal applications and Jira works excellently for our needs.
What do you dislike about the product?
I think the omnichannel routing could be made much easier and simpler. Additionally, I find the work order management and work plan management could also be simplified.
What problems is the product solving and how is that benefiting you?
I find the product improves case and asset management significantly, simplifying our hierarchy complexities and making integration seamless with applications like Jira.
Great Case Management, But Email Communication Needs Improvement
What do you like best about the product?
I appreciate how straightforward it is to manage cases and handle telephony tasks. The simplicity in both areas makes my workflow much smoother.
What do you dislike about the product?
The email communication system is not very user-friendly.
What problems is the product solving and how is that benefiting you?
Handling customer support queries.
Great Case Management, but Needs Better Out-of-Office Filtering
What do you like best about the product?
The ease having our cases in one place and routing.
What do you dislike about the product?
When accounts have out of office, it responds back to our case queue so it makes it a little confusing. I think we just need a better way to filter that out.
What problems is the product solving and how is that benefiting you?
A lot of cues coming in from different stakeholders as members students or partner partners even internal staff so it makes it all go into one place and route it to the right team members
Efficient Case Management, but Emailing Needs Improvement in Service Cloud
What do you like best about the product?
Managing cases is straightforward thanks to the use of record types, various queues, and the processes built around them.
What do you dislike about the product?
Emailing in service cloud is still a hassle especially with out of office emails
What problems is the product solving and how is that benefiting you?
The platform provides valuable insights into our workload and the speed at which we resolve cases.
Great Alternative to Freshdesk, but Pricey
What do you like best about the product?
Replaces Freshdesk and consolidates use of SF
What do you dislike about the product?
Cost can be a challenge for nonprofit orgs.
What problems is the product solving and how is that benefiting you?
Ability to use use helpdesk support across org whole
Great for Timely Assistance and Customization
What do you like best about the product?
Able to help and assist users in a timely manner
What do you dislike about the product?
Nothing really. We do a a lot of customization.
What problems is the product solving and how is that benefiting you?
No real issues.
Effortless Integration and Excellent Case Management
What do you like best about the product?
I appreciate the case management feature in Salesforce Service Cloud. It's been very easy to use and integrate with our existing systems, making it a seamless addition to our workflow.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I find the product streamlines case management, is easy to integrate with our systems, and requires no changes for improvement.
Salesforce Service Cloud
What do you like best about the product?
The most helpful thing we found using Salesforce service cloud is case management for our teams since we have multiple departments using different cases.
What do you dislike about the product?
Nothing comes to mind. We’ve really enjoyed using the service cloud!
What problems is the product solving and how is that benefiting you?
Haven’t had any specific problems just yet.
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